--- title: How the Right Help Desk Partner Can Rebuild Your Service Reputation description: Discover the importance of hiring the right help desk partner and the positive impact it can have on your service reputation. image: https://www.ghdsi.com/hubfs/Stock%20images/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers%2c%20manager%20giving%20training%20and%20education%20instructions-4.jpeg --- ## A quick read with a big impact. Search Ok Posted by [ Global Help Desk Services Inc. ](https://www.ghdsi.com/blog/author/global-help-desk-services-inc) Sharing is caring - [** ](https://www.facebook.com/sharer/sharer.php?u=https://www.ghdsi.com/blog/how-right-help-desk-partner-rebuild-service-reputation) - [** ](https://www.linkedin.com/shareArticle?mini=true&url=https://www.ghdsi.com/blog/how-right-help-desk-partner-rebuild-service-reputation) - [** ](https://twitter.com/share?url=https://www.ghdsi.com/blog/how-right-help-desk-partner-rebuild-service-reputation) # Success Story: How the Right Help Desk Partner Can Rebuild Your Service Reputation ![](https://www.ghdsi.com/hubfs/2020/blank.png) This is part three of our [multi-part series](https://www.ghdsi.com/blog/topic/success-stories) featuring some of our [help desk success stories](https://www.ghdsi.com/help-desk-case-studies) across various industries. [![business people group with headphones giving support in help desk office to customers, manager giving training and education instructions-4](https://www.ghdsi.com/hs-fs/hubfs/Stock%20images/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers%2c%20manager%20giving%20training%20and%20education%20instructions-4.jpeg?width=342&name=business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers%2c%20manager%20giving%20training%20and%20education%20instructions-4.jpeg)Choosing a help desk partner](https://info.ghdsi.com/help-desk-outsourcing) can be one of the toughest decisions that an IT department can make. This is because selecting the right help desk partner truly can be the difference between the success or failure of your organization. As you know, your help desk heavily impacts customer satisfaction, so your outsourced help desk team really needs to be an extension of your organization. **Company Background: **One of our clients is a billion-dollar enterprise company that provides world-class marine transportation equipment and logistics services to the energy and agriculture industry. **Challenge: **While engaged with an offshore help desk partner, management found that staff productivity was hampered by the partner's underwhelming performance. To remedy the situation, an executive committee was formed to re-evaluate their current help desk partner, explore alternative options and recommend a solution to improve overall IT support. **Solution: **With its internal goodwill and reputation for service on the line, the organization decided to replace their current offshore partner and engage with a [new help desk partner](https://www.ghdsi.com/) better suited to deliver the quality of support its staff expected and relied upon on a daily basis. [Read the full success story](https://info.ghdsi.com/shipping-logistics-help-desk-case-study) to see how Global Help Desk Solutions' highly collaborative, results-oriented approach to help desk support helped the organization rebuild its internal service reputation to provide outstanding outcomes with the following results: - **Improved first call resolution rates** - **Minimized call abandonment rates** - **Introduction of Tier 2 support** - **Increased global customer satisfaction** *"Working with Global Help Desk is like night and day compared to our previous experience. Truthfully, the communication we receive is what is most critical to the success of our help desk operations. Global Help Desk delivers what they promise. "* - Executive Director of IT [![Read the Success Story](https://no-cache.hubspot.com/cta/default/386448/eeeb110b-98c9-46e8-9e54-b8bf479fd99e.png)](https://cta-redirect.hubspot.com/cta/redirect/386448/eeeb110b-98c9-46e8-9e54-b8bf479fd99e) Is your organization struggling with any of these common help desk challenges? Read our guide, [Top 10 Help Desk Challenges—and How to Overcome Them](https://info.ghdsi.com/top-10-help-desk-challenges). You can also [schedule a consultation](https://info.ghdsi.com/help-desk-outsourcing) with one of our help desk experts to get all of your questions answered about how to choose the right partner. [** ](https://www.ghdsi.com/blog/video-4-reasons-why-help-desk-outsourcing-ideal-enterprise-organizations) [** ](https://www.ghdsi.com/blog/four-ways-outsourced-help-desk-partner-save-organization-money) ### Recent Posts - [** How to Outsource Healthcare IT Help Desk Support — and Stay HIPAA-Compliant ](https://www.ghdsi.com/blog/how-to-outsource-healthcare-it-help-desk-support-and-stay-hipaa-compliant) - [** 5 IT Help Desk Metrics That Truly Measure Success ](https://www.ghdsi.com/blog/help-desk-kpis-accurately-measure-success) - [** Elevate Your IT Help Desk Skills: Harnessing Personality Styles for Better Results ](https://www.ghdsi.com/blog/elevate-your-it-help-desk-skills) - [** How to Have a Headache-Free Outsourced IT Help Desk Implementation ](https://www.ghdsi.com/blog/how-to-have-a-headache-free-outsourced-it-help-desk-implementation) - [** Outsourced IT Help Desk Services: An Explainer on Contracts ](https://www.ghdsi.com/blog/outsourced-it-help-desk-services-an-explainer-on-contracts) #### Customer Testimonials "They proactively review all of our tickets to try to find more areas where they’re able to resolve issues as the first line. They’re coming back to us with that information so we can increase the number of calls that they’re able to take care of." [ View the Latest Testimonials ](https://www.ghdsi.com/help-desk-company-testimonials) #### [ Help Desk Outsourcing ](https://www.ghdsi.com/help-desk-outsourcing) Global Help Desk Services, Inc. provides help desk outsourcing with guaranteed service levels to enterprise-sized companies. ![top_work_2025-6_final](https://www.ghdsi.com/hubfs/top_work_2025-6_final.png) #### [ Resources ](https://www.ghdsi.com/help-desk-resources) - [ » Blog ](https://blog.ghdsi.com/) - [ » Success Stories ](https://www.ghdsi.com/help-desk-case-studies) - [ » FAQs ](https://www.ghdsi.com/help-desk-outsourcing-faqs) - [ » Help Desk Learning Center ](https://www.ghdsi.com/resources-learning-center) #### Pricing Tools - [ Help Desk Cost Calculator ](https://www.ghdsi.com/help-desk-cost-calculator) - [ IT Cost of Support Calculator ](https://www.ghdsi.com/it-support-cost-calculator) #### [ Are We a Fit ](https://www.ghdsi.com/are-we-a-fit) #### [ Our Approach ](https://www.ghdsi.com/our-approach) - [ » Onboarding Process ](https://www.ghdsi.com/help-desk-onboarding-process) - [ » Service Delivery & Quality Control ](https://www.ghdsi.com/service-delivery-quality-control) [ Schedule a Help Desk Consultation ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) #### CONTACT US ** Global Help Desk Services, Inc. 521 Cromwell Avenue, Rocky Hill, CT 06067 ** Toll Free: **1.800.770.1075** Local: **1.860.296.7230** [ Contact Us ](https://www.ghdsi.com/contact-us-outsourced-help-desk-services) - [** ](https://www.facebook.com/GlobalHelpDeskServices/) - [** ](https://www.linkedin.com/company/global-help-desk-services-inc-) - [** ](https://twitter.com/GHDSiHelpDesk) [ » View Privacy Policy ](https://www.ghdsi.com/privacy-policy) - [ » About Us ](https://www.ghdsi.com/about-us) - [ » Careers ](https://www.ghdsi.com/help-desk-support-careers) Global Help Desk Services, Inc. - © Copyright 2021 | All rights reserved. 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